Front Office Manager

The Front Office Manager is responsible for leading and managing the hotel's front of house operations to ensure exceptional guest experience from pre arrival through departure. This role oversees Front Office, Guest Experience, Concierge, Porters, Switchboard, and transport services, ensuring seamless service delivery, operational efficiency, and alignment with brand and service standards.

• Grade 12 certificate;
• A Diploma in Hospitality Management, N6 qualification in Hospitality or Business Administration, or equivalent qualification
• Must have at least 5 years' experience in a 4/5 Hotel; with rooms focus.
• Minimum of 5 years Guest Experience
• Proven ability to lead a team
• Computer literate with working knowledge of Microsoft Office Outlook, Word and Excel
• Highly Presentable and Professional
• Experience knowledge of all Front Office Systems (e.g. Opera Cloud) is required
• Experience of Reservation systems is required
• Solid English verbal and written communication skills
• Exposure and understanding of Hotel financials
• Experience with Concierge responsibilities would be advantageous
• Able to work night shifts, weekends and holidays

• Detail oriented with strong numerical accuracy
• Reliable, self motivated, and able to work independently
• Trustworthy with high ethical standards
• Calm and composed under pressure
• Strong problem solving and decision making skills
• Confident leadership and supervisory ability
• Excellent communication and handover skills
• Guest focused with a professional demeanor
• Well organised with effective time management skills
• Adaptable and flexible to night shifts and operational demands

• Actively living our company mission and values and striving to deliver on our promise of "No Request too Large; No Detail too Small" at all times
• Owning and practicing our "Top 12" Service Standards every day in every interpersonal encounter whether with guests, colleagues or suppliers
• Ensuring that you a familiar with, and adhere to, the Hotel's code of conduct as set out in the Employee handbook
• Creatively seeking opportunities to surprise and delight our guests by actively listening to them and building positive relationships and emotional connections

• Oversee day to day Front Desk operations including arrivals, departures, cashiering, and room allocation.
• Ensure effective use of the PMS to maximise occupancy, revenue, and guest satisfaction.
• Monitor check in/check out efficiency, queue management, and first impressions.
• Ensure compliance with payment handling, credit policies, and night audit procedures.
• Handle complex guest concerns and disputes professionally and decisively.

• Champion a warm, personalised, and anticipatory guest journey.
• Monitor guest feedback, reviews, and satisfaction scores; drive continuous improvement.
• Personally engage with VIPs, repeat guests, and special occasions.
• Ensure guest preferences are recorded, maintained, and acted upon.
• Lead service recovery initiatives and follow up on guest issues.

• Ensure Concierge provides accurate, tailored, and up to date local knowledge.
• Maintain strong relationships with local suppliers, tour operators, and restaurants.
• Oversee ticketing, reservations, itinerary planning, and bespoke guest requests.
• Ensure consistent service standards and professional presentation

• Manage porter operations including luggage handling, room escorts, and guest orientation.
• Ensure efficient coordination between Front Office, Housekeeping, and Transport.
• Maintain safe handling practices and excellent service etiquette.
• Ensure lobby presence is professional and welcoming at all times.

• Manage hotel owned or contracted vehicle operations.
• Oversee airport transfers, local trips, and guest transportation logistics.
• Ensure vehicles are clean, well maintained, compliant, and driven safely.
• Coordinate schedules, routes, and driver performance.
• Ensure guest expectations are exceeded through punctual, professional transport service

• Oversee telephone operations department ensuring prompt, courteous, and accurate call handling.
• Ensure correct message handling, wake up calls, and internal communications.
• Monitor service quality and adherence to brand standards.

• Monitor departmental budgets, payroll costs, and productivity.
• Analyse reports including arrivals, departures, forecasts, and guest feedback.
• Identify opportunities to improve revenue, efficiency, and guest satisfaction.
• Prepare operational reports for senior management.

• Ensure compliance with health & safety regulations and emergency procedures.
• Conduct regular lobby and public area inspections.
• Ensure data protection, confidentiality, and security protocols are followed.

• Recruit, train, and develop a high performing front of house team.
• Conduct rosters in line with business levels and labour budgets.
• Coach and mentor team members, conducting regular performance reviews.
• Foster a service driven, engaged, and accountable team culture.
• Ensure grooming, discipline, and professional conduct standards are upheld.

• Liaise with Maintenance, Housekeeping, Security, and Senior Management.
• Document and communicate all significant incidents and follow ups.
• Provide clear, professional handover notes for the morning management team.
• To take ownership, responsibility and control of the entire Hotel operation at night ensuring that all departments complete their duties and meet the night time objectives
• Take responsibility and control of all night time administrative duties ensuring accuracy and precision in accordance with Hotel SOP
• Take responsibility for the safety and security of the Hotel, its staff, guests and property by being visible and vigilant at all times
• To ensure that the guests enjoy a welcoming and "Yes, I can" experience throughout their stay in line with day time service standards
• To ensure the Hotel Day team are fully appraised of all relevant matters through the timely distribution of comprehensive and accurate information.

The Oyster Box Hotel is committed to achieving an inclusive and diverse workforce that reflects the demographics of South Africa. In line with our Employment Equity objectives, preference will be given to candidates from designated groups as defined by the South African Employment Equity Act.